19 Jul


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“Dave, you’re the kind of customer I’m happy to lose.” - Jeff Bezos

No one should ever attempt to bully a compromise out of anyone’s values.

If this is the case, they should do what Jeff Bezos did recently.

Several years ago, I had the opportunity of working with a new home construction company that was in business for almost 30 plus years.

We were in the process of almost completing a new home transaction for a gentleman in one of the new developments.

The individual had provided the company with his deposit and all details were in place as previously agreed.

On a beautiful Saturday morning, I was in the show home when the same individual popped in and asked to speak with me.

I thought that he was there to sign off on the final papers for his new home.

Actually, he popped in and demanded that the company give him several options at no cost to him prior to the construction of his home.

I mentioned that the final construction documents were finalized per the agreement and ready for his signature.

In addition, I told him that he already received more than the usual incentives for his type of new home.

He continued with his demands and finally I said, “Can you really afford this home?”

In an agitated tone, he replied, “Of course I can but I still want you to throw in those extra options.”

This discourse went back and forth for a few exasperating minutes.

At the time and unbeknownst to me, one of the company owners was in the adjacent bedrooms in the show home.

Finally, I looked straight into the potential homeowner’s eyes and said, “Obviously, you’re never going to be happy with this deal, the company’s pricing for your new home or the build.”

He said, “You’ve got that right!”

I turned towards him directly and said, “You’re fired.”

I handed him his deposit check and told him to have a nice day.

He retorted, “You can’t fire me. I’m the customer. I’ll call the owners and tell them what happened.”

At that instant, the owner stepped out of the bedroom and as he was walking out the front door he said, “You should take the deal as it’s the best one you’re going to get.“

Immediately, the potential homeowner was so irate and began to stomp out of the show home.

As his hand grabbed the doorknob, he froze, turned around, and very sheepishly began to apologize for his behavior.

He said, “I just wanted to see how far I could press you on giving me the extra options at no cost. Sorry.”

Four months later, he moved into his new home and sent us a message congratulating me and the company for building a beautiful home for his family.

This individual became an ally in terms of referrals for the company.

From time to time you must take a stand as some people feel that other factors take precedence over values and respect.

Carpe Momentum

Coach Franco Cianflone


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